Supervisor Support Desk

Position Summary

Manages a team of System Support personnel who troubleshoot and resolve IT issues in a 24/7 operation. Develop and train help desk staff. Analyze help desk activities and develop tools and process improvements to optimize service and staff performance. May maintain help desk software and make recommendations for new systems.

Essential  Job Duties

• Responsible for the work direction of the System Support staff. Trains and instructs System Support staff in the proper use of ServiceNow and the Phone systems. Assure staff are meeting service levels and customer satisfactions goals.
• Provides training, supports and advises staff on administrative policy and procedure, priorities and methods.
• Ensures help desk staff uses the required tools and software to identify, document, track and resolve reported problems. Plan, prioritize and schedule help desk activities to ensure maximum issue resolutions in minimum time.
• Ensures smooth transition between shifts.  Schedules personnel at the Support Desk in order to maintain adequate coverage during vacation periods and emergency absences as well. Participates in On-call schedule during non-business hours. Makes sure that all pertinent information is recorded and communicated to appropriate personnel.
• Prepares activity and progress reports regarding the operations units.
• Interfaces with various users on operational problems of support tickets. Responds to complex, escalated matters and ensures projects are conducted effectively and recommendations and reports are accurate and timely.
• Maintains computer equipment, hardware, and software updated to meet organizational needs. Follows appropriate programming procedures
• Assists in documentation of the policy and procedures for the Support Desk.
• Ensures that department goals are met and adhere to approved budgets.
• Performs all duties inherent to managerial role. Participates in hiring, training, evaluation and termination of assigned staff according to hospital policies and procedures.
• Performs other special projects and duties as assigned.

Required Qualifications 

• Bachelor’s Degree or equivalent years of experience
• Minimum of 3 years of previous work related experience, with at least 1 year as a supervisor
• Knowledge of ServiceNow and supported applications
• Able to communicate verbally and in writing with both management and personnel.
• Familiarity with software, hardware and quality assurance methodologies.
• Previous leadership roles in smaller groups or projects.

Preferred Qualifications 

• Degree in Computer Science or completion of two to three years of occupationally specific training or five years’ experience in a System Support position.

Join a healthcare system where employee engagement is at an all-time high. Here we foster a culture of respect, belonging, and inclusion. Enjoy comprehensive and competitive benefits that support you and your family in every aspect of life. Start your life-changing journey today.

Please note that all roles require on-site presence (variable by role). Therefore, all employees should live within a commutable distance to NYP.

NYP will not reimburse for travel expenses.

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• 2024 “Great Place To Work Certified”
• 2024 “America’s Best Large Employers” – Forbes
• 2024 “Best Places to Work in IT” – Computerworld
• 2023 “Best Employers for Women” – Forbes
• 2023 “Workplace Well-being Platinum Winner” – Aetna
• 2023 “America’s Best-In-State Employers” – Forbes
• “Silver HCM Excellence Award for Learning & Development” – Brandon Hall Group

NewYork-Presbyterian Hospital is an equal opportunity employer.

Salary Range:

It all begins with you. Our amazing compensation packages start with competitive base pay and include recognition for your experience, education, and licensure. Then we add our amazing benefits, countless opportunities for personal and professional growth and a dynamic environment that embraces every person. Join our team and discover where amazing works.